Vacancy Type:
About The Role

Job description

Job Title:

 Service Delivery Manager – Senior


Stratford London


Function: Service Operations – Technology 

Reports to: Head of Service Delivery 

No. of Direct reports: 2

No. of non-direct reports: 3


Working hours: Mon – Fri 37.5

Budgetary Responsibility: No


Purpose of Role:


The Service Delivery Manager (Senior) is a pivotal role that closely supports the global Senior Management in the core Business areas (Retail, Digital and International) by acting as the conduit between Technology and the Business. The SDM will be responsible for IT/Technology escalations and for ensuring Service Introduction is carried out for new products, services and major enhancements made to our business critical services.

The SDM will be responsible for working with the LC and GVC 3rd party suppliers to ensure service levels are being adhered to. The SDM will continually monitor and improve service by working with the Technology Technical and Delivery Teams across the globe. The SDM (Senior) will be accountable for line managing the Service Delivery Analysts.

Key Responsibilities:

  • Establish and maintain effective Stakeholder relationships across Technology, Digital/Retail Business, International Brands and 3rd Parties

  • Be the point of escalation for senior stakeholders across the business UK and International for Technology issues ensuring coordination of resolving parties, effective communication to stakeholders.

  • Attend Business product, marketing and CRM strategy initiative meetings representing Technology Service Operations.

  • Attend when necessary both Retail and Digital Exec meetings to provide SDM initiative updates.

  • Produce and present

  • Establish the operational standards for performance across retail and digital for our global brands

  • Will have a comprehensive appreciation of the key Global business areas Work closely with Technology Delivery Teams to ensure knowledge and awareness of any new and enhanced initiatives and the impact they will have on the key business areas.

  • Accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans.

  • Own and continually improve and modify the service introduction process

  • Govern and oversee the Service Introduction process ensuring all teams are adhering and delivering across technology, 3rd parties, customer service, product and marketing.

  • Represent Service Operations and where applicable the business in Infrastructure/Network and Corporate Projects, developing a strong understanding of projects impacting on IT service provision and dedicated business areas.

  • Have daily interaction with the core Service Operation teams to get visibility of technology changes, incidents and problems that have an impact or effect on the business areas and where needed to represent the business for risk and impact awareness.

  • Implement meaningful reporting tool kits for both Technology and key business areas around performance, availability of our Digital and Retail services.

  • Govern Incident, Problem and Change and Escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.

  • Ability to triage and interpret both critical and non-critical service impacts

  • Where needed support Major Incidents ensuring the working group has a clear understanding of business impact.

  • During Critical Incidents champion Business Conference bridges providing updates from liaising with the Tech Recovery Teams.

  • Attend where relevant Post Incident Reviews to gain a clear understanding of the technical issues and be able to determine business impact (revenue and brand)

  • Support Problem Management to drive root cause analysis and be used as an escalation point for tech and business engagement

  • Work with Service Operation in establishing and standing up Sport Event War Rooms and Readiness.

  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

  • Be the ServiceNow SME and own and priortise the development backlog for Service Operations and other Technology teams.

  • Assist in the consolidation of LC and GVC Service Now

  • Provide regular and accurate management reporting on service performance against SLA’s and KPI’s including exec level audience.

  • Responsible for contributing in defining service levels with technology 3rd  Parties

  • Support HoD with team management actives that include assisting with recruitment, mentoring, training, assist with objective setting and performance assessment.

  • Line manages Service Delivery Analysts ensuring 121 are held, guidance and direction is given with clear role requirements and performance measurements.

  • When required present to groups at small and large events on key SDM initiatives

  • To be an ambassador for Technology driving Operational Excellence, working across the organization to provide effective communication on all Technology matters and build relationships with other teams to establish effective dialogue between departments.

  • Effectively engage with technology teams to influence attitudes and behaviours

  • Ability to influence, network and collaborate with Global PMO, I&O, Support and Service Management resources

  • Undertake any other reasonable duties as requested.    

  • Flexible working that can entail occasional weekend or out of hours support in accordance with key sporting

  • Requirement to travel internationally   

Specialist skills and experience


  • Have extensive experience of managing Service Delivery Operations

  • To have a systematic, disciplined and analytical approach to problem solving with good attention to detail

  • Line management experience

  • Good technical understanding of common typical systems (servers, networks, databases)

  • Successful management of a large change initiative that delivered tangible results

  • ITIL V3 (minimum) qualified

  • Had delivered medium projects on time and with the desired outcome

  • Strong people management experience especially in complex IT organizations

  • Process driven and analytical skills

  • Senior stakeholder management

  • Excellent written and communication skills able to hold an Exec audience

  • Strong SLA and supplier management experience

  • Passion for operational excellence

  • Experience of identifying strategies that optimise performance

  • demonstrate an acute attention to detail and commitment to evidence-based decision making

  • Initiative and dynamic driven.



  • Worked in similar industry

  • Service Now experience

  • Experience in working with a variety of AGILE methodologies

  • Managing budgets

  • Delivered a business critical change program

Additional Information

Competencies / Behaviours

  • Self-starter

  • Success driven

  • Agile worker

  • Autonomous

  • Decision maker

  • Conflict management

  • Influential

  • Change champion

  • Patience

  • Integrity

About The Company

Ladbrokes Coral Group is one of the leading global betting and gaming groups, providing customers with an unrivalled choice of products across many channels. We aspire to be the first choice for the customer - however, wherever, and whenever they choose to bet.

Our strategy is to leverage our people and customer reach to stay ahead of the competition.

Opportunities for growth are through a winning combination of brands, our multichannel offering and developing our talent.

Our culture is underpinned by a love of sport, respect for our customers and investment in our people.

With the right mix of sporting and gaming interest, a drive to innovate and a keen focus on the customer – whatever your walk of life, you’ll do well here.

Contributing to Communities

We want to ensure our customers associate our brands with positive and thrilling experiences. To help achieve this, Ladbrokes Coral Group co-founded the industry self-regulatory body – The Senet Group. Alongside a whole host of other measures, one of our most recognisable campaigns is ‘When The Fun Stops. Stop.’

We are committed to preventing gambling-related problems through the proactive provision of help and support. This might be in response to changing patterns of use online, or behavioural indicators within the retail estate.

In 2016 alone, Ladbrokes Coral Group contributed £2.3 million towards responsible gambling research, education and treatment. This is in addition to over £8 million of fundraising for local and national charities through the Ladbrokes Coral Charitable Trust.


Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.